Careers – Everlake

At Everlake, you will find the dynamics of a small organization, and the strength of a big corporation rolled into one. We think big and evolve quickly, backed by a collaborative mindset and a solid financial foundation.

We believe both you and your career will do well with us. Join a tight-knit group with high ambitions, who thrive and excel together.

Lost Customer Analyst

Job Title
Lost Customer Analyst
Job ID
27683225
Work Hybrid
Yes
Location
Northbrook,  IL 60062
Other Location
Lincoln, Nebraska
Description

Lost Customer Analyst

Who We Are
Everlake, a premier life insurance company headquartered in Chicago.  If you have a passion for the life insurance business, value working in a dynamic team environment and are ready to roll up your sleeves to help us achieve best in class results, then this may be the role for you.  At Everlake, you will find the dynamics of a small organization, and the strength of a big corporation rolled into one. We think big and evolve quickly, backed by a collaborative mindset and a solid financial foundation.

Position Summary
The Lost Customer Analyst attempts to re-establish contact with customers/payees. It’s critical that Everlake can contact their customers when it matters most. The analyst will investigate return mail, uncashed checks, unreported claims with the purpose of ensuring our customers receive high quality service and to prevent the escheatment of unclaimed life and annuity benefits. The successful candidate with provide the appropriate level of support to key business stakeholders, our TPA partners and customers/agents to ensure the timely processing of payments and claim settlements.

Key Responsibilities:
At Everlake, we pride ourselves in putting the customer first and ensuring multiple stakeholder viewpoints are taken into consideration when making decisions. Our employees have a high sense of ownership and accountability and can independently drive results while collaborating with a diverse set of contributors. A successful individual in this role will drive to ensure we investigate, locate, and provide timely follow ups with customers, payees, and claimants to prevent the escheatment of funds. In addition, the individual will work to ensure to identify and investigate unreported death claims, receive inbound calls/questions, make outbound calls for information, and educate customers on requirements for receiving unclaimed benefits. The individual will show compassion and understanding and require emotional control when collecting and responding to customer requests.

Additionally, the individual will be able to:
  • Gathering and analyzing customer data to execute tasks and assignments.
  • Exercises discretion and judgment in daily activities.
  • Carrying out assignments and special projects with little or no guidance.
  • Answers complex inquires via phone or written correspondence from internal and external customers.   
  • May Conduct audit reviews for assigned area, analyze results, implement corrective action that prevent the re-occurrence of compliance issues.
  • Provide thought leadership, innovative ideas, and a drive to execute the right solutions by partnering and influencing third parties and business stakeholders.
  • Develop reusable patterns, practices, and recommends and implements process improvements.
  • Create and articulate the case for change by highlighting the potential business/customer benefits.
  • Collaborate with customers and TPA partners.
  • Identify and manage risks, opportunities, compliance issues or other concerns.
  • Ensure that appropriate resources are brought to on complex issues/complaints.
  • Be a hands-on change agent with a bias for execution and results.
  • Must be comfortable with change, ambiguity and drive results using data driven frameworks.
  • Practices effective time management to ensure timely completion of daily work and assigned projects
  • Communicate Information:  May attend/conduct meetings.
  • Receptive to being adaptable and flexible in daily duties to support changing business needs.

Qualifications:
Education, Experience and skills:
  • 3-5 years of related experience
  • Ability to problem solve, think creatively, and analyze data
  • Life and Annuity product background helpful
  • Effective and flexible communications and strong collaboration and interpersonal skills
  • Proven ability to act independently, work with agility and attention to detail, juggle multiple priorities and thrive in a varied, fast-paced environment
  • Advanced customer service skills

Benefits Available:
  • Medical, dental and vision benefits
  • 401-k plan
  • Incentive Program
  • Flexible paid time off plan
  • Remote / Hybrid work environment
  • Paid holidays
  • Tuition assistance

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